How it works

Follow these 3 simple steps to start creating support tickets for negative reviews

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Review Created
App connector: Yotpo • Time to complete: 0 minutes (Auto-configured)
Why this matters: This trigger monitors your Yotpo reviews and kicks off the workflow whenever a customer submits a new review, capturing all the review data needed for the subsequent steps.

When a customer leaves a review on your store through Yotpo, this trigger automatically captures the review details including the customer's email, review score, product title, and review content. The trigger runs continuously in the background and passes this review data to the next step for filtering. No configuration is needed - it connects to your existing Yotpo account and starts monitoring immediately once activated.

Filter
App connector: Filter • Time to complete: 1 minute
Why this matters: This filter ensures you only create support tickets for genuinely negative experiences by checking the review score, preventing your team from getting overwhelmed with tickets for positive reviews.

The filter examines the review score from the previous step and only allows reviews with a rating of 3 stars or lower to continue through the workflow. You can customize this threshold by changing the comparison value - for example, setting it to 2 if you only want to handle very negative reviews, or 4 if you want to catch neutral reviews too. If the review score is higher than your threshold, the workflow stops here and no ticket gets created.

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Create Ticket
App connector: Gorgias • Time to complete: 2 minutes
Why this matters: This action transforms the negative review data into a structured support ticket in Gorgias, ensuring your team can quickly respond to unhappy customers with all the context they need.

The step creates a new Gorgias ticket using the customer's email address and review details captured earlier. The ticket includes the product title, review score, and sets up the communication channel with the customer's email as the sender. You'll need to customize the subject line (currently set to "Sorry for Your Poor Experience") and the ticket body content to match your brand's tone. The ticket appears in your Gorgias dashboard ready for your team to respond with a personalized solution.

Make it your own

Customize this workflow even further:

Add review sentiment analysis
Use AI to analyze the review text and categorize issues (shipping, product quality, service) to route tickets to the right team members automatically.
Send automated acknowledgment emails
Connect an email step before creating the Gorgias ticket to immediately thank customers for their feedback and let them know you're working on a solution.
Update customer records
Add a step to tag the customer in your CRM or update their profile to track negative review history for better future service.
Escalate high-value customers
Add a filter to check customer lifetime value and automatically assign VIP customers' negative reviews to senior support staff or management.

Frequently asked questions

What review scores trigger this workflow by default?
The workflow creates tickets for reviews with 3 stars or fewer. You can adjust this in the Filter step - change the value to 2 for only very negative reviews, or 4 to include neutral feedback.
Will this create duplicate tickets if a customer leaves multiple negative reviews?
Yes, each negative review creates its own ticket since they may be about different products or issues. You can modify the workflow to check for existing tickets from the same customer if you prefer to consolidate them.
Can I customize the ticket content and subject line?
Absolutely. In the Create Ticket step, you can edit both the subject line and body text to match your brand voice. The current setup includes basic review details, but you can add more personalized messaging or specific next steps for your team.
What is a template?
MESA templates are fully pre-configured workflows built and vetted by Shopify Experts. Unlike competitor templates that provide basic scaffolds requiring extensive setup, MESA templates come with all data variables properly mapped, required fields configured, and steps ready to activate. You can turn them on immediately and start automating.
Can I customize a template?
Absolutely! While our templates work out-of-the-box, every step can be personalized to match your exact business requirements. Add conditional logic, integrate additional apps, or build more sophisticated workflows. MESA's templates provide a solid foundation that you can expand as needed.
Are templates free?
Yes! Our entire library of expert-built, production-ready templates is free to use. Unlike platforms that charge for premium templates or provide only basic scaffolds, MESA gives you access to hundreds of fully-configured, vetted workflows at no additional cost.

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